Abstract
The Study was conducted in Commercial bank of Ethiopia, Michille branch, Dilla Town.The major aim of the study was to assess the nature of service delivery towards customer’s satisfaction in the selected bank because Customer satisfaction is essential for the success of service firms like Commercial bank of Ethiopia. The service delivery has become an aspect of customer satisfaction. Day by day it has been proven that service delivery quality is related to customer’s real satisfaction. This study endeavors to discover the impact of service delivery towards customer satisfaction in Commercial Bank of Ethiopia, Michille Branch, Dilla Town. Five dimensions such as in service quality tangibility, reliability, responsiveness, empathy, and assurance were considered as the base for this study. Structured questionnaire and interview has been used to collect the data survey. The sample size was 100 and the data has been analyzed by using Excel program to include pie-charts, tables, graphs, percentages. The study has a significance in terms of service quality dimensions which is crucial for customer satisfaction in public/Governmental commercial banking sector in Ethiopia in general and in Michille bank in particular. The finding of the study shows that about 85 percent respondents are satisfied with Michille Bank service delivery, so that the respondents confirm that they will wait and see for changes of the study bank (Michille Bank) rather than they move to other banks. Keywords: Commercial bank of michille; service delivery; customers’ satisfaction; Southern Ethiopia. DOI: 10.7176/RJFA/12-15-04 Publication date: August 31 st 2021
Highlights
Customer service and satisfaction is a crucial source of distinctive competency and often considered as key success factor in sustaining competitive advantage in service industries
2010),From the overall findings in relation this research it can be concluded that commercial bank of Ethiopia, Michille branch customers perceived that the bank’s service delivery was above their expectation in all service issues
We can conclude form the findings that around 85 percent of the customers are satisfied with the service delivery of Michille Bank
Summary
Customer service and satisfaction is a crucial source of distinctive competency and often considered as key success factor in sustaining competitive advantage in service industries. Service quality has become one of the key driving forces for business sustainability and is vital for firms’ accomplishment (Richins M.L., 1983). Service quality in banking implies consistently anticipating and satisfying the needs and expectations of customers (Parasuraman et al, 1985) and Zeithaml et al, (1990) noted that the key strategy for the success and survival of any business institution is the deliverance of quality services to customers. Provisions of high quality service results in higher customer satisfaction and enhance customer loyalty. Customers are the sole judge of service quality; an organization can build strong reputation for quality service when it can constantly meet customer service expectations (Saunders M., Lewis P. and Thornhill A). Thornhill A. (2012) defined Service quality as the subjective comparison that customers make between the quality of the service that they want to receive and what they get
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